Speaking

Each topic is available as a 45 to 90 minute keynote or break-out session that will be customized for the specific audience. All levels of employees, including CEO’s, managers and support staff can relate to and benefit from Teri’s powerful message.

Unleashing Excellence: How to Deliver World Class Service

Superior customer service is the competitive edge in today’s world of customer choices. Everything your customers see, hear, smell and touch has an impact on the perception of their experience and of your organization. This program shares techniques and tools that allow you to immediately apply and raise your current level of service to a higher level of extraordinary service. Attendees will learn how to create a seamless experience of service excellence for both internal and external customers. Participants will:

learn how to look through the lens of the customer

recognize Everything Speaks in your physical environment

learn how to create small but impactful Wows for your customers

identify ways to make it easy to do business with your organization

Leading a Culture of Service Excellence

Employees look to their leader for an example to follow. Leaders must walk the talk of service excellence. Intentions are not enough, actions are what speak. This program shows how to create a picture of performance excellence and inspire a common vision for all employees to follow. How to gain involvement and ownership by employees for their day-to-day interactions is covered as it is a critical component for success. Holding everyone accountable and giving praise and recognition to sustain the culture is also a vital key.

learn how to create a credible, compelling picture of the future

explore best ways to communicate the vision

identify how to increase employee involvement and strengthen employee ownership

explore how to hold people accountable

Creating a Culture of Service Excellence

The delivery of excellent service should be viewed as a way of life within an organization. World-class customer service doesn’t just happen, it must be planned and managed if it is to be delivered consistently. This means ingraining it into the fabric of the organization so that it becomes known that service excellence is ”how we do business”. To do this, a service philosophy and service standards need to be established so all employees know the expectations of how to deliver great service. The customer experience must be orchestrated to ensure all opportunities to create exceptional and memorable moments will happen consistently. This program will identify the leadership actions needed to create and sustain a culture of service excellence. Participants will:

learn how to develop a Service Philosophy and Service Standards

identify the critical elements that affect the customer experience

learn the systems and processes that structure a culture of service excellence

identify touch point opportunities to Wow the customer

learn how to create Service Heros of your employees

The Magic of the ``Pixie Dust`` -Customer Service, A Way of Life for Disney

How do you translate Disney’s incredible 60 year success into simple strategies and tactics that any organization can apply? This program takes a look at how Disney engages the hearts and minds of its employees to want to deliver “the extra”, even with no one watching. It explores how they consistently deliver a seamless experience through a common set of defined behaviors that become a way of life in both internal and external service situations. Through personal stories and anecdotes, audience participants learn how Disney separates itself from its competition. If you want to catapult your organization from offering ordinary customer experiences to extraordinary experiences, like Disney does, the lessons learned can be easily translated to your industry.

Participants will:

Learn how to engage employees through a common vision that inspires and motivates

Explore a set of behaviors that become guidelines to decision-making

Understand the four components that create a differentiation in the customer experience

Contact Information

Phone: (407) 788-7765
Email: ty@retainloyalcustomers.com

Address:
T.A. Yanovitch Inc.
224 S Shadowbay Blvd
Longwood, FL 32779

What People Are Saying

The engagement of our entire District has been improved by the impact of “Service Excellence” as introduced by Teri Yanovitch. Teri led many workshops and presentations for our leadership team over the past year and a half. Each of these sessions was strategically tailored to fit the needs of our teams and audiences. Her stories and reliability are both inspiring and educational in delivery. People are drawn to Teri Yanovitch’s words and wait if possible after the sessions requesting autographs and or wanting simply to speak with her and relate on a personal level. The evaluations given out reflect high marks for all the sessions we have had; Teri has prepared our team to move forward with creating our own culture of “Service Excellence.”

Danielle Peckham, Director of Special Projects Spring Independent School District

Teri, I’m excited to see our development along the path you helped us begin. Thanks for the strong start.

Tim Hall – President, Mercy College

Thank you, Teri! It was a great day and you gave all of us some things to consider as we seek to be more intentional about serving our students with excellence. I am sure our paths will cross again.

Karen Goff – Agnes Scott College VP for Student Affairs and Dean of Students

We are so glad to have had the opportunity to hear and learn from Teri. Her presentation was enjoyable, engaging and informative. She asked questions ahead of time in order to understand the basics of what our company does and with that information, she personalized the presentation to our needs. The group interaction made it fun and exciting. She was a captivating speaker and offered some great ideas. Her suggestions were relevant, practical and served as a great reminder to always exceed client expectations.

Lindsay Glass – Mspark: Manager, Account Services

Teri,

You are a hit in Everett Public Schools and employees are starting to use the common language. I am going to look for every opportunity to bring you back!

I have heard nothing but positive reviews. You kept attendees engaged and more importantly thinking critically about service/experience. Many have already talked about how they can bring this back to their organizations and teams. It was probably the highlight of the agenda.

“I have worked with service consultants for more than 20 years and Teri’s support and dedication is unprecedented. In June 2017, we completed her portion to a yearlong project that has jump started the amazing service culture for our clinical staff at Oklahoma State University in Tulsa.

Teri’s passion for creating a culture of service excellence is unsurpassed. I cannot thank her enough for her expertise in making this process a success.”

Debbie Butler, PHR, SPHR-CP -Oklahoma State University Medicine

Teri,

You were such a pleasure to work with and our audience loved your presentation!

Our committee relies on its speakers to offer a quality program – and you certainly delivered! We fully recognize we would not have such a successful event without the excellent presentations and stimulating discussions provided by talented individuals like you. I think everyone had at least one, if not more, take-away messages that they could implement in their own organizations as soon as they got home. Your contribution to the conference is greatly appreciated.

Joel G. Newman – American Feed Industry Association President and CEO

Yesterday (the presentation) was wonderful! The whole group was just raving about you all day. I appreciate everything you did for us.

Allison Langa – Human Resources Desert Schools Federal Credit Union

THANK YOU so much again for giving such an incredible keynote at Insights. Nothing but outstanding feedback thus far and many attendees really, really enjoyed your session! All the prep work you did to get to know our audience truly helped make it an amazing session.

Andy Neiman – Director of Meetings & Events for DKI Services

“Teri was outstanding! She presented the perfect keynote to kickoff our first ever professional development event. Staff members were blown away by how well Teri’s presentation hit home. The event has sparked a cultural change for our entire workforce.”

Teri joined Central Michigan University’s Global Campus staff for our 2015 In-Service. What I appreciate about Teri is how closely she worked with us in planning her sessions to incorporate examples that were relevant to our staff. Our staff really appreciated the wealth of knowledge and experience she brought to share with them. Her presentation received high ratings and really reinforced the importance of customer service and how to achieve service excellence.

Jennifer Boyce

Program Developer

CMU’s Global Campus

Jennifer Boyce – CMU’s Global Campus

Pima Community College needed a customer service focus and hands on training to increase student enrollment and retention and improve relationships with internal and external stakeholders. We vetted a number of customer service experts around the country and chose Teri Yanovitch because of her extensive track record of assisting organizations to establish a culture of service excellence and her experience working with colleges and universities.

Teri guided the College’s Executive Leadership Team through the process of developing our service philosophy and service standards which form the foundation of our Creating a Culture of Service Excellence workshops that we will offer to all faculty, staff and administrators across our College. Teri has considerable experience and expertise in her field and it was a pleasure working with her!

Gary Cruze

Pima Community College

Director Organizational Effectiveness and Development

Gary Cruze – Pima Community College

Our Guests raved about your address! Many thanks. This event exceeded my expectations and your presentation helped push us over the top.

Amy Mendini, Distributor Services Manager / BOSS Snowplow

Thank you for hosting the Service Excellence workshop this morning. Mrs. Yanovitch was SUPER engaging and exciting! I had no idea that 3 hours had passed when the session was over. By far, the best workshop that I’ve ever attended.

Laneika Musalini, Director of Grants | Tri-County Technical College

Thank you for facilitating an outstanding retreat on, “Creating a Culture of Service Excellence” last week. You were a hit! The feedback from the participants has been positive and folks are still talking about the wonderful experience.

“Stellar scores! Thanks so much for a great presentation; this is information the attendees will use every day.”

Julie Bishop – Executive Director ( The Unified Group)

“Teri’s presentation was excellent, concise and can be applied in the real world of business.”

Zinah Mineyahl: Comcast

“Teri, thank you for teaching your course in Unleashing Excellence through Customer Service. The evaluations have been tallied and you received an overall rating of 5 out of 5!”

Marie El-Khoury: Training Coordinator,HR City of Altamonte Springs

“Your presentation was a big hit! Attendees were very appreciative of the information and skills provided, your enthusiasm, and the interactive/engaging style of the session. We are confident that the insights and tools you shared will be helpful and applicable not only during our training process, but also in everyday interactions.”

Todd Cronson – Regional Manager : AAA Tourism Information Development

You presented good “real life” examples, to paint a clearer picture.

Lou Cirelli: Director Quality Assurance Dormitory Authority State of New York